A software system designed by Service Pro Solutions.
ServicePRO is an Enterprise Work Management suite intended to align the delivery of information technology (IT) and other business services with objectives of the enterprise. The focus of ServicePRO is delivery of services using best practice processes.
ServicePRO suite is the glue that binds people, equipment and processes (service requests, collaboration and task flows) in a coherent framework that drives modern enterprises. Top among ServicePRO’s objectives are the following:
An alert is an automated notification indicating that a predefined event has occurred and some action is needed. Alerts allow users to receive critical business information in the quickest and most efficient possible way.
ServicePRO issues alerts to notify appropriate Support Rep(s) when certain ServicePRO events occur. For example: Whenever a request is dispatched to a Queue Folder, all support reps assigned to that queue receive an alert notifying them of the new request. You can enable or disable these notifications depending on your processes and how your organization works.
You can set alerts or notification in ServicePRO in three ways
Custom Alerts to get critical information to the right people at the right time. For example, a service desk manager can be automatically informed via email when a critical request is breaching the SLA. These alerts or notifications are triggered by business rules and event based tasks in project templates
As needed by manually sending notifications from within the service request in one of two ways:
Asset and configuration management can be a powerful step in ensuring proper control of IT resources and in helping organizations optimize the management of IT. ServicePRO supports Information Technology Infrastructure Library (ITIL) processes for best practice service management, including Configuration and Asset Management.
ServicePRO® begins even earlier, at the purchase requisition and approval stage. Utilizing a repeatable process for acquisition management promotes governance and reduces long term costs by standardizing around tried-and-true products and vendors. It also helps in making sure that resources are effectively utilized and budgets are adhered to. A typical purchase process is presented below.
When it comes to Configuration and Asset Management, ServicePRO® can be used to manage IT assets and license compliance for all hardware, applications, and users in the organization. ServicePRO® makes it easy for organizations to add new assets into its configuration database. In addition, IT can use ServicePRO® to easily locate and manage assets, including viewing available inventory, re-allocating assets, and de-activating assets no longer in use. Organizations can also ensure software updates and security patches are in place and can manage and audit software licenses on computers on the company network to ensure they are compliant with important software licensing agreements.
Considering the fact that 60 percent of IT service impacts are due to configuration problems, ServicePRO® Configuration and Asset Management minimizes issues so local and global organizations can keep their IT lifeblood pumping. That makes good business sense.
ServicePRO® includes a number of social tools that incorporate directly into the service infrastructure. These tools enable linking of collaboration and communication activities to specific projects, tasks, or calendar items.
Document management functions enable us to capture, index, store, manage, search and retrieve documents across the enterprise. It does so while adhering to the security structure that has been set up by the administrator. Documents consist of electronic files like images, spreadsheets, office documents, PDF’s, graphics, emails, drawings, and more.
Many of the standard format documents can be previewed right from within ServicePRO. Examples include Microsoft Word, Excel, PDF’s, PNG image files and more.
ServicePRO’s integrated calendars are great for synchronizing and coordinating tasks, and documenting decisions and action plans taken.
They provide greater functionality than Microsoft Outlook because calendar entries are attached to service requests or projects, and are not cluttered with extraneous or confidential data.
Since we don’t expect that you give up Outlook we provide a complete two-way synchronization functionality between Outlook and ServicePRO. (Not that you couldn’t give up Outlook, you could! ServicePRO’s functionality is that comprehensive…)
One of the hallmarks of mature Service desks is utilization of standardized processes where possible. ServicePRO® processes help produce consistent outcomes because they communicate and control (orchestrate) who performs each task, how, and when. ServicePRO includes a number of powerful tools that help create and execute sophisticated standardized processes.
Custom (user-defined) fields are useful in many situations. For example:
The ServicePRO® Data Analysis module contains a comprehensive suite of reporting features. You can choose from a broad selection of standard reports, or use a standard report as a template for creating one of many types of custom reports.
Data analysis is enhanced by the powerful ServicePRO® Chart Designer, which gives you all the the tools you need to easily create and distribute customized graphical information.
The ServicePRO® Data Analysis module contains a large array of standard reports which are easy to customize and filter to meet your specific needs. With just a few mouse clicks, you can quickly access business process and IT performance information–in either summary or detail form.
Each type of report offers a set of nodes on the report tree for viewing information in various formats–including low, medium, and high detail.
Report types available to you include:
In a service-oriented environment like the IT service desk, tasks are often comprised of sub-tasks, and may be both independent of each other as well as interdependent on one another. For example, two tasks may be performed by different people at different times, but one task relies on output of another task.
This generalized structure can be found is situations ranging from change requests to web site creation.
ServicePRO’s ad-hoc project functionality enables creation of hierarchical structures that consist of requests, child requests and subfolders for efficient management of multi-task projects. Each request within a project has its own workflow properties. It can be routed to different individuals or teams, have its own notification options, priority, start date, due date, etc.
See Example: http://www.servicepro.solutions/helpdesk-solutions-projects.php
RBAC answers questions like “which service requests show up in Leah’s workspace?”, “Can Jeremy dispatch a complaint request from the MRI Imaging dispatch queue folder?”, or “Can VP’s from our North American Truck Division run reports on the European Piano Division?”
RBAC supports groupings that make it both easier to manage the security database, and enhance integrity. Namely:
Without groupings, security management would become an unmanageable, unreliable nightmare in short order. In a situation where there are 1000 users, 100 folder hierarchies, and 30 privileges, we would have 3,000,000 entries to maintain.
With groupings, we simply define roles (collection of privileges) and teams (collection of users), and give them access over departments (or folder subtrees).
Service Level Management is focused on adhering to metrics that are agreed upon by the providers of service and its consumers.
Commonly used metrics include elapsed time and level of satisfaction. Elapsed time metrics are further refined by time in system, time in queue, time in service, etc.
ServicePRO’s business rules assist in active management of service quality by enabling:
Much like email processing rules, service request rules are composed of:
As a rich Internet application (RIA), ServicePRO® is designed to deliver the same features and functions normally associated with desktop applications.
However, it does so while running 100% in a browser!
For example, ServicePRO® supports cutting and pasting directly into memo fields (because it runs on a browser in a secure environment), drag & drop functionality (great for visually interactive form designer), a more interactive and enhanced user experience like multiple open windows, responsive grid views, and more.
Your service desk may not be staffed around the clock but your ServicePRO self-service portal is always ‘open for business’.
ServicePRO self-service portal empowers your users to:
The benefit of custom objects is that they contain information that is precisely tailored to your needs. When you design custom objects, you are creating templates for these objects, and specifying how they will be used and behave in the future – what data they will contain, and how it will be organized and presented.
Custom objects help insure that required data is properly collected, and enhance database integrity.
Clients often begin using custom data in service requests. However, most ServicePRO object type can be customized. Common examples of objects that are often customized include users, clients, assets, and more.
Custom (user-defined) fields are useful in many situations. For example:
When you create custom request types you can:
In many Helpdesk and business situations, we encounter commonly occurring tasks that are repeated over and over and over& password resets, slow network, paralyzed printers, network connections, bugs, etc.
Quick Request templates are great productivity boosters for increasing speed, reducing error rates, promoting consistency, and insuring that all the information required to act on commonly occurring tasks is provided without requiring back and forth communication between end users and helpdesk staff.
You can designate certain email accounts for inbound emails that ServicePRO monitors then processes incoming emails according to rules you specify.
Inbound email rules save you time and money through :
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